Am I overreacting with SKY

howburn

I need some help and advice please.
Last August I responded to one of BSKYB adverts in the press offering ‘free internet’ if you took a combined package with TV and phone.
At the time we were out of contract with our then current provider for the internet and phone, and we had had the digital switch over on our area, our digi box had packed up so I felt it made sense to switch.
Enquired over the phone they made me an offer, yes the internet would be free so I agreed to go ahead, all of this took place over the phone.
The dish and box eventually got fitted after several missed/late appointments including one when the engineer was not able to work on our house because there were road repairs being carried out on the road. So September the TV and phone were working and it was November before I got the MAC code and got it switched over. The internet is very slow and often looses its connection which seems unusual as we are only 500 meters from the exchange. When the first bill came including the internet I was charged £17 but discounted £7 for the internet, on calling SKY I was told that the ‘free internet’ is not available in my area.
I wrote to SKY and CC trading standards on the 10/01/’10 and had no reply so I wrote again including a copy of the original letter outlining my grievance and stating that if they were unable to give me what I was offered I felt I had the right to cancel as I was missold the package.
On the second letter which was sent on 29/01/’10 I informed SKY that I was cancelling the direct debit on the 16/02/’10 by then they should have collected that months money. I felt that I was within my rights to do this as they had broken the contract.
Today I had a phone call, offering to credit me for the free internet for the months that I had had it installed, but I am not allowed to cancel the phone and TV because it is outside the 30 day cooling off period and these two parts of my package are separate contracts and there for I am tied in.
I disagree with this as I believe I had bought a package, I was told that if I do cancel the contract and DD (which I have for the 17/02/’10) I would be visited by the bailiffs and would have to pay the cancelation fee etc.
Am I overreacting at this stage, if the operator who called to day had been more understanding of my complaint I may have been more forgiving, I may have agreed to leave the phone and TV with them. I had already canceled the DD yesterday before his call.
The Sky TV is OK we only have a basic package, the phone is dear, it is 19p per mobile call, even if my Wife gives me one ring and I don’t answer but ring her back, our bill for December was £91 which is an awful lot more than we were paying.
I had been warned about SKY

spike7451

You're on the Off Net (Connect) internet as your exchange is'nt LLU'd for Sky,this service is alway's rubbish.When I was working for Sky bband we had far more Off Net faults with it than On Net.
Problem is your internet is basically provided by BT & therefore harder to troubleshoot.
Unless you have gone thru troubleshooting with Sky then they wont entertain you binning it as,in their eye's,it's fixable.

flexrider

yeah if they cant fix it they used to conatct bt wholesale for the broadband to escalute the faults and since bt whole dont speak to customers for sky to get it resloved, there not much you can do but wait and see if you after reporting it they get it resloved

hope that helps

macman

If you look in the small print you will see that the 'free' internet is only available on Sky LLU exchanges, as spike says. And even if you could get it free, it's a capped 2Mbps service with a 2GB monthly cap-to get a decent speed and data allowance you have to pay another £5. It's a classic bait and switch tactic from Sky.

System

Hi, some email addresses if it's of help :-

[EMAIL="crsupport@bskyb.com"]crsupport@bskyb.com[/EMAIL]
[EMAIL="AllCustomerCareEscalation@bskyb.com"]AllCustomerCareEscalation@bskyb.com[/EMAIL]

Good luck...

howburn

Thanks to Summer01 I have sent an email to both of the above adresses, just for the record though [EMAIL="AllCustomerCareEscalation@bskyb.com"]AllCustomerCareEscalation@bskyb.com[/EMAIL] does not work, but fingers crossed the other one will give a result.